Provide Go-the-Extra-Mile Service (WSQ)

Accredited under Singapore Workforce Skills Qualifications System

1. Course Prefix/Number: CRS-Q-0034359-SVCF
2. Total Training Duration: 8.5 Hours
3. Course Objectives:
   On completion of this unit, the learner will have Provide Go-the-Extra Mile skills and knowledge.
   This includes:
   1. 1. Understand the following :
         1. the types of customer
         2. customer needs and expectations
         3. qualities and characteristics of a service professional
         4. the importance of go-the-extra-mile for service to oneself and the organization
         5. the methods to exceed customer expectations
         6. the principles of effective communication
         7. the methods to escalate areas of improvement to enhance customer experience
      2. Recognise the diverse range of customers and their needs and expectations
      3. Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
      4. Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines
      5. Escalate feedback through appropriate channels on areas of improvement to enhance the customer experience
      6. Empathise with customers’ needs to exceed customers’ expectations to create a positive customer experience
      7. Demonstrate customer-friendly communication principles in go-the-extra-mile interactions with customers
      8. Seek customer’s feedback on service delivery to improve own performance in providing go-the-extra-mile service
4. Course Content:
   1. Recognise the diverse range of customers and their needs and expectations
   2. Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
   3. Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines
   4. Escalate feedback through appropriate channels on areas of improvement to enhance the customer experience
   5. Empathise with customers’ needs to exceed customers’ expectations to create a positive customer experience
   6. Demonstrate customer-friendly communication principles in go-the-extra-mile interactions with customers
   7. Seek customer’s feedback on service delivery to improve own performance in providing go-the-extra-mile service
5. Certification Type: Statement of Attainment
6. Certification Title: Provide Go-the-Extra-Mile Service (WSQ)
7. Area of Training: Service Excellence
8. Education Target Group:
   1. Never attended school
   2. Primary School Leaving Certificate (PSLE) / Primary School Proficiency Certificate (PSPE) or other certificates of equivalent standard
   3. At least 1 GCE ‘N’ Level pass
   4. At least 1 GCE ‘O’ Level pass
   5. At least 1 GCE ‘A’/’H2’ Level pass or equivalent (General)
   6. National ITE Certificate (Nitec) or equivalent (eg Post Nitec Certificate, Specialist Nitec, Certificate in Office Skills, National Technical Certificate Grade 2, National Certificate in Nursing, Advanced Builder Certificate)
   7. WSQ Certificate or equivalent
   8. Polytechnic diploma
   9. Other advanced diploma, post-diploma qualifications or equivalent n.e.c.
   10. Bachelor’s degree or equivalent
   11. Postgraduate diploma (including NIE postgraduate diploma)
9. Mode of Training: Full Time/Part Time
10. Language Medium Provided: English
11. Payment Type: Nett Fee
12. Duration Components:
    1. 1 (Assessment Hours)
    2. 7.5 (Classroom Training Hours)
13. Total Cost of Training per Trainee: $300.00

Students need to attain 75% attendance and pass the course to be eligible for the subsidies.

Self-sponsored Individual

Small-Medium Enterprise (SME)

Non-SME

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